Position: Product Support Engineer
Location: Gurugram
Working days and hours: 5 days, 9-10 hour shift
Work timing: APAC (5 AM IST)/ US (6-8 PM IST)
About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ. We are scaling rapidly, driven by a robust product and exceptional merchant experience. We achieved ~3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.
Our DNA:
● High Agency action over instruction
● High Ethics trust is the foundation
● Positive Attitude solutions over excuses
● Impact-Driven if it doesn't move the needle, it doesn't matter
About the Role:
You will be required to deliver exceptional customer experiences through chat, email, and Slack. You'll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support.
This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.
Key Responsibilities
● Resolve product-related queries using chat-based software and manage merchant issues on Slack.
● Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
● Proactively identify and resolve process issues to improve support efficiency.
● Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video).
● Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes.
● Identify trends and report missing documentation to relevant teams.
● Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
● Provide outbound vide